IT Support Supervisor

Description:

The firm

DMH Stallard is an award winning South East law, Legal 100 firm with offices in London, Brighton, Gatwick, Guilford, Horsham and Hassocks. DMH Stallard has grown rapidly since it was established in 1970, and has a headcount of approx 380. Our firm provides a comprehensive range of commercial, dispute resolution and litigation, employment, cyber security and cyber-crime, corporate, intellectual property, real estate and technology, media and telecoms advice to both businesses and individuals. Our clients, our people and our professional networks are the keys to our success.

The department

JOB PURPOSE

Our overall IT Support service is provided through a combination of a remote IT support vendor providing remote telephone 1st/2nd line support, an in-house team who fulfil more advanced support requirements or deal with on-site issues, and multiple software and hardware support vendors. The purpose of this role will be to provide holistic supervision of the vendors and internal IT support staff to achieve an effective IT support function to the firm.

Your internal team will consist of an IT Support Coordinator and two IT Support Technicians, all of whom are based in our Gatwick office, but frequent other offices on a regular basis.

Out of hours and weekend work will occasionally be required to test software and hardware changes. This time will be returned to you as time in lieu.

Your IT Service team will be one of several teams making up the IT department – IT Operations, Project Management and Applications.

The IT environment Desktop and application delivery to the end users is currently via Citrix (Virtual) Desktop which is delivered by a Managed Service Provider, who also currently host, maintain and support all our servers.

The main software packages currently in use (primarily via Citrix Desktop) are:

Microsoft  365 (including Exchange Online)
Aderant PMS
iManage DMS
Bighand Dictation
Microsoft Teams
Aderant Handshake (SharePoint based intranet)
Litera pdfDocs and compareDocs
InTune RESPONSIBILITIES AND DUTIES

Working closely with the outsourced IT Support desk to provide first and second line user IT support.
Supervision of the IT Support team, allocating resources and coordinating across the team to ensure that the highest level of service is provided.
Where necessary provide direct first and second line user IT support
Stay in regular contact with users across the firm, keeping your “finger on the pulse” on how IT service is perceived in the business Co-ordinating and management responsibilities:

Responsible for the day to day supervision of the outsourced IT Support desk and the internal IT Support team, focusing on service delivery and excellence.
Coordinate and authorise holidays and lunches of the internal IT Support team to ensure sufficient cover at all times
Where appropriate, and with guidance from the IT Service Manager, address minor performance issues within the internal IT Support team in the first instance, and escalate further to the IT Service Manager if required
Run a daily stand-up with the IT Support team to align internal resourcing with business priorities
Attend a daily stand-up with the outsourced IT Support desk
Provide guidance and advice to the internal IT Support team where required
Ensure that any out of hours and weekend works are planned and resourced appropriately
Ensure that all offices in the firm are visited and floor-walked on a weekly basis IT Support

Regularly review tickets and performance dashboards to ensure support levels are maintained to satisfactory levels
Ensure calls to the internal IT Support team are answered promptly
Assign complex issues to the IT Service Manager, IT Operations team or IT vendors where required
Coordinate the deployment of end user equipment such as laptops, including any InTune configuration required.
Ensure processes (such as starters and leavers) are checked and followed correctly, including user setup and hardware provision
Supervise and carry out desk moves
Arrange supervision for on-site visits from vendors, such as printer engineers
Send clear and concise email notifications to the firm or affected users about downtime and maintenance in the absence of the IT Service Manager
Ensure a knowledgebase is updated with any repeat issues or queries and their solutions
Regularly floor-walk the offices, speaking to individual users and taking on-board any feedback or outstanding issues requiring progression IT Projects and change

Assign IT Support technicians to project activities when required to do so while minimising impact on IT support standards
Floor-walk following user IT changes, speak individually to users, and help ensure user adoption via immediate training assistance or escalation to the IT Trainer. Ensure the internal IT Support team do the same IT Administration

Ensure IT equipment stocks are maintained and ordered where necessary
Ensure the asset database is updated when required
Carry out IT administrative activities as requiredOther information

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Proven experience supervising an IT Support function consisting of in-house staff and third-party vendors
EXCELLENT communication skills, both verbal and written
A personable and approachable character
Calm under pressure
A strong knowledge of Windows 10/11 and Microsoft Office– in particular Word and Outlook
Exchange Online
Active Directory
A sound knowledge of cyber security
Proven ability to learn new software applications, either through provided training or independent learning and research.
Excellent organisational skills
Ability to work effectively both individually and as part of a team
Experience working with legal applications would be beneficial
A knowledge of ITIL would be beneficial
Any training experience would be beneficial TRAINING OPPORTUNITIES

In addition to ‘on the job’ training you will also have access to PluralSight, an online resource containing thousands of IT related courses. We encourage all members of IT to spend two hours per week during work hours to expand their knowledge in areas relevant to their role